Analyst, Call Monitor
Pasadena, CA

Job Description

Overview

The call monitoring analyst will review a defined percentage of calls each month for the specified Line of Business to ensure that a high quality, knowledgeable, compliant experience is being offered. The analyst will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis.

Job Description

* Listen to and score calls each month as defined by call monitoring policy
* Refine scoring system over time as process and discipline evolve
* Maintain call monitoring scoring database and improve over time
* Identify gaps to performance standards as described by the Line of Business and perform / coordinate training as necessary
* Enforce call monitoring policy at manager level to ensure management is participation
* Communicate out findings in an effective and disciplined manner
* Perform other related duties as required and assigned
* Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

* Details-oriented individual with an ability to maintain focus on a task and improve process
* Ability to communicate effectively, work with data, and present to groups.
* Familiarity with Excel, Word, and PowerPoint
* Sales or mortgage experience a plus
* Must be highly proficient in Excel and Word
* Must be a team player with strong attention to detail and able to work independently
* Proven track record at delivering timely and accurate information in a fast-paced environment
* Excellent critical thinking, problem solving, mathematical skills and sound judgment
* Financial Services and, if possible, mortgage industry experience preferred
* Strong business acumen and ability to interface with executive management

Years of Experience: 1 Education:Bachelor's Degree